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  • I called Hays this morning to try to get an estimate for how much it would cost to replace the two thermostats we have in our house. We had used Hays in the past to repair our air conditioner and had been satisfied with their work. The gentleman told me on the phone that it would be a $79.95 charge for them to come to our house to give us an estimate on replacing our thermostats. I asked if the $79.95 charge could be waived; he said no. I asked if we ended up going ahead with the replacement if the $79.95 charge could be credited towards the replacement costs; he said no. I relayed the information to my husband and he decided to call them to see if the almost $80 "trip charge" to provide us with an estimate could be waived since we have a history with the company. Not sure who he talked to, but whoever it was agreed to waive the charge for him. A few minutes later he gets a call back from someone at Hays telling him that the person he talked to earlier was new, and that they were not willing to waive the charge. Heading in the wrong direction Hays. First, not being willing to waive the $80 fee to come to our house to give us just an estimate, after being loyal customers, seems like bad customer service and in poor taste. But then to actually call us back to tell us that you're taking back your offer to waive the fee after saying you were willing to do so is just something else entirely. You've lost this loyal customer and any future referrals.
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